• Customer-first decision-making drives every part of the business. Debbie Ellett demonstrates that even in compliance, regulation and assurance roles, every discussion and decision starts with the customer.
• Purpose is strongest when connected to real customer experiences. By bringing customer stories and lived experiences into decision-making, teams are reminded that behind every process is a real person.
• Strong regulation and collaboration help build more resilient communities - supporting better outcomes for New Zealanders now and into the future.

In a business where frontline interactions often shape customer experience, it’s easy to overlook the people who help design the systems, policies, and protections that ensure those experiences work as they should. Executive Manager, Compliance, Regulatory & Assurance at Suncorp New Zealand, Debbie Ellett keeps customers at the centre of every decision, conversation and challenge.

A lawyer by background, Debbie has worked across wholesale, investment, and retail banking before finding a home at Suncorp where purpose and practice align.

“People might think risk and compliance teams are very inward focused,” she said. “But when you put the customer at the centre of your work, it becomes so much more rewarding. You realise every decision genuinely impacts someone”.

Customer-centred regulation and compliance

Debbie’s role covers three main areas: regulatory engagement, compliance, and assurance. Each is complex on its own, but even more so when combined.

“No two days are the same,” Debbie said. “One moment I’m working with regulators, the next I’m deep in problem-solving with colleagues across the business. Our world touches every part of the organisation”.

Whether she's working with internal teams improving products or customer experiences, or regulators seeking fair outcomes for New Zealanders, Debbie returns to the same question:

How does what we are doing ultimately impact the customer who is relying on our insurance product?

One way Debbie keeps customers front of mind is simple but powerful: bring the customer into the room.

This mindset is built right into her team’s approach. Even when a project is technical or regulatory, the customer remains a key focus.

“If we’re designing compliance processes, it’s so customers can have confidence in us,” she said. “If we’re working with regulators, it’s to help ensure good outcomes for New Zealanders as a whole. That’s the foundation, regardless of how internal the work might look.”

Bringing customer stories into decision-making

Although not customer-facing, Debbie makes a point of staying connected to their stories and experiences. One of the most impactful examples comes from her work on customer remediations, those moments when something may not have gone as it should.

“When you’re deep in the work, it’s easy to get caught up in the internal logistics, fixing the issue, and improving the process. But I want to hear directly from the people affected,” she said.

To close the loop, she brought real customer letters and stories back to the team. Some were simple notes of thanks, while others shared how a refund or correction arrived at precisely the right time.

“The motivation from hearing someone say ‘I really appreciated your honesty’ is extraordinary. Suddenly, it’s not a document or a process. It’s a person”.

Her connection with customers is also strengthened through Suncorp’s customer immersion program. This gives all employees the chance to listen to real customer calls, follow business development managers, and gain practical insight into the experience at the heart of the company.

“You learn so much just by sitting beside someone and listening to what customers are saying in real time,” she said. “It changes the way you think”.

Supporting resilient communities in New Zealand

Debbie’s work goes beyond individual customers, contributing to broader community resilience in an increasingly unpredictable climate. Some of New Zealand’s severe weather events highlighted this more clearly.

“In 2023, we experienced the biggest weather events we’ve seen here,” she said. “Seeing the devastation was confronting”.

She, and some senior colleagues, took one of the national regulators to communities affected by severe weather in Auckland and Hawke’s Bay to see the damage firsthand. Visiting properties, listening to stories, and walking through the aftermath helped bring the impact to life in a way reports and briefings never could.

“The regulators work for all New Zealanders, but not everyone has seen the impact directly. Being there changes everything. It deepens the sense of responsibility we all share,” Debbie said.

These events also highlighted the importance of fit-for-purpose regulation – rules that safeguard individuals, reflect the realities of the local environment, and bolster financial resilience across the country.

“It’s not just about customers with Suncorp products,” she explained. “It’s about designing a system that supports New Zealanders, full stop. Some of this work involves sharing insights between New Zealand and Australia, especially regarding risk, climate, and resilience. It’s incredibly collaborative,” she said.

Solving complex problems that matter

While her work can be demanding – especially when making tough decisions or assisting with the aftermath of disasters – she faces complexity with a calm yet energised approach.

“I enjoy digging in. I enjoy solving tricky problems,” she said. “But when something has gone wrong, that can be tough. Seeing the real-world impact isn’t easy. That’s where keeping customers at the centre really guides you”.

Debbie’s best days are those when collaboration leads to a breakthrough where a complex issue finally makes sense. But the moments she values most are those that connect purpose with real-world impact.

“So much of my work is about protecting what matters,” she said. “It’s incredibly motivating, because it’s not just corporate purpose. It’s genuinely about people, their communities and their futures”.

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